#168 - Summer Throwback: Amy Chess on Asking Better Questions

Welcome to Summer Throwbacks, where we revisit some of our favorite episodes. This week's guest is Kate Towsey, who helped spotlight the relevance, urgency, and importance of Research Operations (ReOps) to business. This conversation is from her time leading ReOps at Atlassian. She breaks down the rationale for ReOps and the steps folks can take to start a practice of their own.These days, Kate's investing in Cha Cha Club, a space for ResearchOps pros to connect and learn. Stay tuned for an exclusive podcast series with Kate and Cha Cha Club...coming soon.More ReOps ResourcesWhat is Research Operations and Why Does it MatterThe State of Research For Non-ResearchersBuilding an Accessibility Research Panel

Welcome to Summer Throwbacks, where we revisit some of Awkward Silences' most memorable episodes.This week, Andrea Amoros, a Senior Principal Researcher at Ingram Micro talks strategic research (which is different from a research strategy). Andrea shares her definition of strategic research, its value for a company, and showcasing that value for stakeholders and partners.Strategic Research ResourcesWhat is a UX Research Strategy?Creating ROI from User ResearchStrategic vs Tactical Research Projects

Welcome to Summer Throwbacks, were we revisit some of Awkward Silences' most memorable episodes.This week, Eniola Abioye, UX Researcher at Meta, discusses what it takes to break into the user research industry. Her advice on creating application materials, searching for roles, and preparing for the interview process offer evergreen insight for any job seeker.UX Career ResourcesFree on-demand course with Eniola: User Research 101The Ultimate UX Research Job BoardGetting started with freelance UX research

Welcome to Summer Throwbacks, where we revisit some of Awkward Silences' most memorable episodes.This week features Amy Chess (then at Amazon) unpacking arguably the most important research skill: asking questions. She shares what makes a "good" question, how questions should connect to insights and impact, and how you can improve your question-creation ability.Research Question ResourcesA Guide to User Research Questions70+ User Testing Question ExamplesWriting Better User Interview Questions

Welcome to Summer Throwbacks, where we revisit some of Awkward Silences' most memorable episodes.This week brings back an evergreen conversation with Product Talk's Teresa Torres on continuous discovery methods. Since this episode first aired, more companies have brought non-researchers (such as Product Managers, Designers, and Developers) into the process. Continuous Discovery is a practical, repeatable, and accessible way to expose your team to the value of user insights and design research more broadly.Continuous Discovery ResourcesA Launch Kit for Using Continuous InterviewsA Practical Application of Continuous MethodsA Framework for Using Continuous Discovery

Welcome to Summer Throwbacks, where we revisit some of Awkward Silences' most memorable episodes.This week features a conversation with Erika Hall on the misuses of surveys. They're overused, often shoddily designed, and can get in the way of a better approach for the question (which might include not doing research at all). This topic has only grown in importance as development and decision cycles shorten, putting pressure on researchers to get insights to stakeholders faster. Erika also recently updated her landmark book, Just Enough Research, to take into account these and other changes in the UX landscape.Research Survey ResourcesA Complete Guide to Survey ResearchCreating Surveys to Identify User ProblemsUse This Checklist for Better Survey Design

Embedded research teams—where UXRs are dedicated to a single product area—are popular. The proximity to design, product, and engineering stakeholders increases subject-matter expertise and user insight integration. But how can those working in this structure balance deep diving product-specific work with longer-term strategic opportunities?Hannah Ghidey, Senior Research Manager at Etsy has successfully navigated this balance, finding big, strategy-setting questions while maintaining product-specific influence and know-how. It’s a great conversation for anyone working as a UXR on a product team or searching for a scaleable way to build a responsive team that’s also strategically-oriented.Highlights03:09 Strategic Research in Business Innovation07:30 Effective Collaborative Research Planning11:03 Harnessing Team Insights for Innovation15:01 Building Trust in Research Collaboration20:15 Sustaining Research Relevance29:53 Integrating Research into Business StrategyAbout HannahHannah Ghidey is a UX leader, currently at Etsy. She is a creative, strategist, and researcher, helping teams shape experiences at the intersection of user needs, business goals, and data.ResourcesUltimate Guide to Research StrategyResearch x Product Collaboration ReportBuild a UX Research Team From Scratch

Much of the conversation around AI in UX involves how it will shape and change researchers' work. Today's guest, Jess Holbrook, who leads UX research for Microsoft AI, has been thinking a lot about how this technology can be improved with design and UX best practices. Jess has spent over a decade working on the UX of AI at companies like Meta and Google. He's also helped develop foundational principles for the ethical use of LLMs.Jess joins Erin and Ben to reframe the AI conversation, focusing on how UXRs can and should adapt, what working on these systems has taught him about the UX discipline, and his philosophy for building teams that are ready to take on the innovative challenges of tomorrow.Jess's recommendations: Matt Webb, Maggie Appleton, and the Pessimists Archive Newsletter. Highlights07:15 Human-Centered AI Evolution17:53 Evolving AI Forecast Strategies24:04 Diverse AI Team Building33:27 Navigating Responsible AI Challenges37:01 Qualitative Analysis with AI Tools40:15 Optimism and Concerns About AIAbout JessSenior Director of Research specializing in human-centered AI. Early stage investor in AI, AI hardware ecosystems, climate, and anything that seems like the world would be better with it in it. Currently leading UX research for Microsoft AI. Previously led the Generative AI team and supported all UX functions for the Responsible AI and data transparency teams at Meta. I also served on the Board of Forging Youth Resilience, a nonprofit that empowers young people to build physical and mental strength for life by providing access to a national network of community-based fitness programs and mentorship. ResourcesThe AI in UX Research Report20+ Tools for Every Research PhaseUsing AI in UX: A Day-in-the-Life

In this episode, Erin and Ben chat with Jay Vidyarthi, designer, author, and founder at Still Ape. Jay is a leading thinker around designing mindful product experiences. He's also published a new book, RECLAIM YOUR MIND, which examines the balance of technology use and mindfulness in our everyday lives.Jay shares his journey to working in the mindful technology space, how we can shift our frame from "user" to "life" experience design, and the benefits companies see when their products consider the whole person on the "other end." Jay also shares strategies for maintaining mindfulness during our own technology use, and ways we can carry these practices into research and design practices.Highlights03:55 Design for Mindful Well-Being08:13 Mindful Design: Impact Over Intentions14:54 Broadening Design's Impact on Life25:20 Holistic Recruitment Strategies34:10 Enhancing Connection Through Mindful Presence42:48 Understanding Technology's Emotional PullAbout JayJay Vidyarthi is the author of RECLAIM YOUR MIND and an accomplished designer, entrepreneur, and thought leader at the unique intersection of mindfulness and technology. As the founder of Still Ape, he’s been involved in over fifty technologies that have helped millions of people improve their well-being, including Muse, the Healthy Minds Program, Sonic Cradle, and many more. His work and ideas have been featured by Harvard, MIT, TED, Forbes, CNN, Fast Company, and Vice.ResourcesThe Self Care Playbook for UX ResearchersCultivating Empathy for Your ColleaguesWellness and UX: Going Beyond the User Experience

Many research activities are completed by non-researchers, but whose work is benefited from user insights. Generally, these folks—designers, PMs, developers, among others—are called "PwDR" or "people who do research." In addition to their own work, many UX researchers and operations specialists are focusing on educating and empowering this group. When stakeholders and colleagues are better informed on the hows and whys of user research, more of it gets done, more insights are integrated, and customer experiences improve.Daniel Gottlieb, Head of Research Operation for Microsoft's Developer Division, has spent a lot of time designing research education programs. He joins to discuss his success creating workshops that empower and inspire non-researchers to get involved. He shares the parts of a good workshop, ways to keep attendees engaged, and how he measures success.This is a revealing conversation for anyone who has wondered what successfully "democratizing" user research could look like. Daniel brings pragmatism and positivity to research education. You'll leave with a better sense of how to begin educating your own stakeholders on the power of user research, and maybe even get a democratization practice up and running.Highlights 12:12 - Empowering UX Researchers Multiplies Impact  17:21 - Collaborative Research and Customer Insights 22:08 - Guided Customer Research Workshops  27:22 - Building Excitement Through Coaching  36:38 - Benefits of Diverse Group Dynamics 38:25 - Empowering Developer-Led Research Showcase About DanielDaniel Gottlieb is the Head of Research Operations for Microsoft’s Developer Division User Research Group. He received his PhD in Animal Behavior from the University of California, Davis, where he focused on animal welfare (quality of life) and primate (monkey) behavior.  Daniel moved from researching monkey behavior, to managing research logistics at a National Primate Research Center, to managing UX Research Operations in Microsoft’s Developer Division. He is passionate about making research easy and accessible, teaching, and finding ways for disparate groups to work together to support a unified research mission.ResourcesPwDR questions answered live by UXpert Nikki AndersonDiscovery research exploring "people who do research"The "State of Research for Non-Researchers" Report